ON Reviews 

Usual ploy - State next day delivery free as if its a major benefit included within the price.
Carrier states delivery. Moves times later and later in the day.....and then states "We missed you".
Nope. I was at the stated delivery address, you simply had no intention of next day delivery.
Shoes are great (8 pairs to date) - false delivery promise.
Tiring, very tiring.

I’ve placed an order which hasn’t been delivered. I’ve tried to contact the customer support and they refused to assist and completely ignored with the reason “multiple times same reason” is my first time ordering from them, shocking. I don’t recommend ordering from here you might end up in the same situation as me. I’ll report this to the bank as fraud and never ever use them again. Their rating on trustpilot says everything. 0 respect for customers.

J’ai acheté une paire de baskets sur le site on.com que je n’ai jamais reçu une vraie honte, j’ai contacté plusieurs fois le service client, ils ne veulent pas me rembourser site à fuir, je ne recommande pas du tout cette marque

Two pairs trainers bought online. Both too large even tho I bought previous pairs with no problem - same design same size 6 UK. ON emailed me saying refund would be to my credit card then sent me electronic card which I do not want as process of returns too complicated for me. Trying unsuccessfully since 20 February 2026. By the way customer service based in Philippines. Expect bad & dishonest service from them.

I returned a pair shoes on 19 January 2026 they were received at the warehouse on 26 January 2026, I have proof of delivery & also received an email confirming they were received and that I would receive a refund within 14 days. It's now the 2nd March 2026 and still have NOT received my refund! I have contacted customer service via email but all I got was an apology for the delay! I then called in and spoke with Annalyn she was extremely rude and not willing to help! I Want my money back On where is my refund!!?? I've had to raise a dispute via my bank.

Absolutely the worst customer service.. I requested an exchange of my On cloud shoes and there is no way to know when I will receive my new pair..
There is a chatbox which is totally unreliable..
Please do not buy On shoes.. you will be stuck with bad customer service

Bought a pair of trainers from On online been 10 days not arrived had a web chat said they have posted 2 days later I get a email saying trainers are lost I asked for a replacement didn’t hear anything back rang customer services to be told still looking into it..
Don’t understand why they can’t send me another pair..
Cust services just giving me the run around

I have ordered several pairs of shoes from On. Overall I'm satisfied with the website and the shoes I've ordered. Some have been trial and error. I'm not a fan of the Cloudmonster 2, but I do love the original Cloudmonsters and Eclipse. The Eclipse are my absolute favorite! As we know, products are always "improving". I will say I'm not a fan of the on Cloudsurfer Max which is the "improved" Eclipse. I have back and knee pain and the unprecedented support and softness of the Eclipse has been life changing. The Cloudsurfer Max has the support, but it's missing that spongy bouncy softness of the Eclipse. Why did you change a great thing!? Please bring these back

The worst, most useless customer service. Absolute joke - they don't read queries and send you in a goose chase. Puts me off buying On merchandise anymore after being a loyal customer for years. I will not be returning, plenty of other brands are overtaking and with this experience Im not interested in investing in their lazy, complacent attitude towards customers.

Absolute disgrace !
Firstly they get the address wrong so it goes somewhere else and was delivered on 5/02/2026
Still waiting for refund and trying to find out whom to contact as customer service would not put me through to a manager

Worst customer service I’ve experienced. Representatives did not address an issue with a On cancelled order. Never able to recoup refund of $100 and after 5 calls I found zero ability to talk to supervisor. Will never buy sneakers from this company again.

I ordered Cloud 6 and Cloud 5 Push 8th January 2026. I have wide feet and did not know which version would fit better. The Cloud 6 arrived first and fit perfectly. I love them. That was where the good news ended.

The Cloud 5 arrived a few days later. I knew I didn't want them so I returned them without even opening the box. I got a confirmation of receipt from On Team on 19th January.

After 14 days I had not received a refund so I contacted them and was told it is 14 BUSINESS days. Fine. So I waited a few more days but still had no refund.

I then went to the online chat and 'Jamaica' dealt with my query. Jamaica said they could see no reason why I had not received a refund and they would look into it. This was the 9th February, 20 days after they had received the return. Later that day I received an email from Jamaica and I quote "I have received an update from the responsible team confirming that the item you returned is classified as a Non-On item. Unfortunately this means we are unable to process your refund request" WTAF??? The email ended with "Have a lovely day". I immediately called customer services and was told that my parcel was "being returned"!!!! Unfortunately I had to go back into work and was not able to resolve this then.

The next day I called customer services again and spoke to 'Akram' who was absolutely brilliant. He reassured me that there was no reason that I should not get a refund and that he would speak to the returns team to expedite my refund. Finally after 24 long days today I got my refund.

The fact that they call themselves "Happiness Delivery Representatives" feels like a bit of a joke. I honestly think if I hadn't called so many times they would have kept my return and my refund. Thank goodness for Akram the only decent one of the bunch.

I wish I had read these reviews. Love the trainers but the returns department are the absolute worst.

I recently bought a pair of On running shoes in store and decided to order some running socks from their online store as well. Unfortunately, one item was missing from the package when I got the package.

I reported the issue immediately. At first, I was told the refund was being processed. A few days later, I received another message saying the refund was rejected because the parcel weight matched their system.

Socks are extremely light, and small differences can easily fall within measurement tolerances. I simply wanted the missing product resolved.

Instead of investigating further or offering any flexibility, they relied entirely on the warehouse record and refused the refund.

Very disappointing customer service. This experience has lost my trust, and I won’t be buying from On again.

ON313118102933 No replies from anyone simple customer service is no where to be seen avoid

Without a doubt the WORST customer service I have ever experienced- slow and useless! I asked for an exchange and the sent me exactly the same shoes back. This matter has been going on since Christmas and when I phoned today to chase up the same return, they tell me they don’t have the shoes yet so they can’t refund me even though I used their return label? The guy tells me “rest assured” why should I when you keep messing up. Rebrand to OFF, because so far everything has been that way!

I have squeaking and color changing issues. The squeaking was (and should have been a huge red flag) reported and the call center suggested a dryer sheet for moisture trapped in the shoe. The color issue is with the elastic tie used to replace shoe strings…it turns yellow!

I was very excited to purchase a pair of On shoes, especially given the price point and the brand’s reputation for quality. Unfortunately, the experience after purchase completely changed my perception.
The package was marked as delivered but was left unattended on top of an outdoor mailing stand, with no signature required. Unsurprisingly, it was stolen. When I contacted customer service, I was told that because more than seven days had passed, nothing could be done—even though their own instructions first advise customers to check with neighbors before escalating the issue, which is exactly what I did.
For an item this expensive, I would expect more secure delivery options or at least some accountability when things go wrong. What was most disappointing was not the loss itself, but the lack of support or willingness to help resolve the situation. As a customer, it leaves you feeling unprotected once your order ships.
I hope On reconsiders its delivery practices and post-delivery support, especially for high-value items. Until then, I would strongly encourage potential buyers to think carefully about the risk if a package is lost or stolen—because you may be left without the product or a solution

Leider wurde die versprochene Gutschrift meiner Rücksendung vom 03.01.2026 immer noch nicht veranlasst!! obwohl dies mitgeteilt wurde. Einfach unglaublich, wenn man sich auf Aussagen nicht verlassen kann. Kann somit auch keine Zahlung über Klarna veranlassen.

On shoes are absolutely Awful, They squeak after a week or two of use. Their "customer service" is just some email inbox that takes 6 weeks to get a response from. I gave up and filed a dispute with my CC company, and sent them the emails I had been sending to On, in 2 weeks they approved my dispute and credited the $200+ i spent on this sorry excuse for shoes.

I’m very disappointed with both the product quality and the customer service.

My ON shoes were completely worn out after only 8 months of normal use (daily walking). For a brand positioned as premium and performance-driven, this level of durability is unacceptable.

What made the experience worse was the customer service response. I was told the company could not take responsibility because the shoes were purchased through Amazon, despite them being original and clearly within what any consumer would consider a reasonable product lifespan.

This raises concerns about how warranty obligations and consumer protection standards are applied in practice.

Overall, this feels like a brand built more on marketing hype than on real product quality or customer care. I would not recommend it based on my experience.